25 results found
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Date/timestamp at the top of reports
For Extension/Device Style could there be an option when selecting the Date/Time for the date to be added to the top of the report to show the covering period?
This could be an option within the Display Options to allow the Date/Time to appear above the Header.
For example if the report was set to Date/Time Today and the schedule runs at 21:00, the report would show in or above the header the covering period which would be 26/07/2022 - Time Range 08:30:00 to 17:00:00.
This would help when reports are emailed to other users as they did not receive…
1 vote -
New field for number of direct dial calls vs overall calls
It would be useful to have an additional field on the extension list reports that allow for you to see specifically how many out of a pot of calls were made to an extension directly, against how many the agent answered via a group.
For example, if we have an extension list filtered on a support team (hunt group), and are including calls for group device members, it would be useful to see "out of the 20 calls Joe Bloggs answered today, 5 were direct dials to his DDI"
1 vote -
Alerting time field on Historic Call List
It would be useful to have a field on the Historic Call List that purely details the time an extension or ACD Agent was in an alerting state for, and not include time listening to entrance messages etc in the queue.
3 votes -
Prevent seconds returning to hh:mm:00 on date change
When changing the date in the custom range panel, the seconds in the time value reset to 00 from whatever it was previously set as (see video snippet). We're unsure if this is a bug or has been done by design, but for the 'to' value we always work to hh:mm:59 not hh:mm:00, so it's mildly irritating to have to change this every time we alter a date value.
Thanks for listening.
1 vote -
Reports : ACD Agent List : Next Agent On Deck
We had a couple of our vendors (call center supervisors) wanting to know if AKIXI can display who is the NEXT AGENT about to take a call.
There could be another field called "ON DECK". And since ACD Agent List is sortable, we can sort on this field and show the lineup.
Thanks!
Alex Lawson
BluIP2 votes -
Change 1/2 Hour reports to update each 30 mins whether there are new calls or now
Currently Calls by 1/2 hour only add in the 1/2 interval if there have been live calls during that interval - this request is to modify so that when in Real Time each interval is added regardless of the call volumes in the interval. For live reporting on users who are targeted on call volumes and duration this would really help.
1 vote -
Manually adjust time metrics
have the ability to manually increase or decrease time related metrics on a report to aid in accurate KPIs for bounced calls or to allow for queue entry messages
0 votes -
Omnichannel Panel Restrictions
Lock certain functions from the channel panel. For example, don’t allow agents to go N/A without setting a reason, or lock the “Wrap Up” button.
2 votes -
Link associated emails
It would be helpful to have a mechanism in place that links associated emails in a chain, to allow for instances in which a customer may send repeated updates to an email before the first reply from an agent. For instance, the customer sends in an email, then follows this up 20 minutes later with a photograph to demonstrate the problem, and then follows this up a day later chasing for an update. The concern is there could be 3 agents dealing with what is essentially the same enquiry.
1 vote -
Tag emails or chats based on outcome
It would be useful to be able to tag emails or chats with account codes to show the outcome of the email or chat (be this sale, complaint etc)
2 votes -
Park an email
It would be beneficial to be able to pend an email, if there is action required from a third party. Case scenario is an order comes in, and to complete the order they require parts from a supplier. Technically the agent cannot progress with the order, as they are awaiting third-party involvement, but equally the customer does not want their agent tied up with this email, nor can they respond to it or #NRN it. Equally, they cannot #FWD as the third party is not on Akixi.
2 votes -
Pause email/chat handling time when answering a call
It would be beneficial to be able to “Pause the clock” on their email/chat response timer in the event an agent is able to answer concurrent contact channels. Essentially, this would be the same as placing an email or chat on hold as far as Akixi is concerned.
For example, Agent A picks up an email, spends 5 minutes on a reply before answering an urgent phonecall which lasted for an hour. Their email handling would then be 65 minutes, when in reality they were only working on it for 5.
2 votes -
Add Total Talk Time (Distribution) to Historical Call List
Please add Total Talk Time (Distribution) to the Historical Call List, so it shows the talk time for the entire call, not just a segment.
1 vote -
Scheduling Dashboard Reports
It would be useful to add the functionality in to a Dashboard report that enables you to automatically apply scheduling to the composite reports the Dashboard is made up of.
For example, say a Dashboard was made of an Extension List, Hunt Group List and Historic Call List.. The scheduled Dashboard would apply a schedule to each of these 3 repords individually and toggle the "Bundle All Email Attachments Inside A Zip File" setting on.
While this wouldn't display in the same way as the Dashboard itself, it would enable us to collect the same scheduled information without the need…
1 vote -
Integration with Wildix Cloud PBX
Please investigate potential integration with Wildix Cloud based PBX.
6 votes -
Schedule reports across a bespoke catchment range
When scheduling a report on Akixi, it would be beneficial if we were able to stipulate a "specified range" as opposed to the default options
2 votes -
Upload reports using FTP
Have the option for Akixi to upload scheduled reports to an FTP server instead of emails
1 vote -
Integrate with 3CX
Bart,
The 3CX reporting is rubbish,
There are some third party solutions, also rubbish.
Akixi would open up 3CX to the call centre environment.2 votes -
Change alarm
There is no point in the total bar flashing when setting alarms on extension list report.
1 vote -
Targets for users on real time reports
Currently alarms can show when a user hits a call made or received target or even a talk time target. sometimes flashing Red gives the wrong message and then other alarms are lost. Can Akixi have a target setting as well as an alarm setting with two different fields and colours?
0 votes
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